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Complaints Procedure

Complaints Procedure

It is very important to us that we offer good customer service and that our clients are happy with the level of service that they receive. Sadly, things can sometimes go wrong and when they do we take this very seriously and look to deal with any complaint quickly and fairly to try and put right any concerns or misgivings that you may have.

If you have a complaint you should contact us and let us know; you can contact us by any of the following methods:

By telephone on 01279 636260 or 0 33 33 237 637 and use our dedicated telephone option #4, this line goes directly to the Senior Loans Manager.

Each complaint we receive is taken very seriously and we aim to respond to any complaint within one working days of receiving it. The nature and complexity of the complaint will determine the time it takes to resolve. Each complaint is looked at in detail. We carry out an internal assessment and speak to the team members involved so we can report back to you with our full findings. We pride ourselves on being transparent and we aim to resolve any issues raised as quickly as possible.

We have written internal procedures for the reasonable and prompt handling of complaints, which are available on request and when we acknowledge a complaint.

If you are still unhappy after we have provided a full explanation and report of our findings you can contact the CCTA (Consumer Credit Trade Association) who offer a conciliation service, and they will try to resolve your complaint.

Finally, if you still feel that your complaint has not been satisfied you should contact the Financial Ombudsman Service for an independent review (please note they will only assist you once you have tried to resolve your complaint with us first)